WarmLine Supervisor

Ready for a new challenge? Compelled to give back in the recovery industry? Are you a natural leader that inspires others to grow and be a better person? Then maybe being a Warmline Supervisor at The P.E.E.R. Center is just for you!
We believe that every conversation has the power to change a life. Our Warmline is a compassionate, non-crisis support service where people can call to be heard, understood, and encouraged. We’re here for individuals navigating emotional challenges, loneliness, or life transitions—offering empathy, connection, and hope. Our team values kindness, active listening, and the belief that human connection can be a lifeline.
The Impact You’ll Make
As our Warmline Supervisor, you’ll be the steady hand guiding a team of dedicated peer support specialists. You’ll ensure that every caller experiences a safe, respectful, and supportive interaction. Your leadership will directly shape the quality of care we provide, the morale of our team, and the trust our community places in us.
What You’ll Do
• Lead, mentor, and inspire a team of Warmline operators, fostering a culture of empathy, professionalism, and resilience.
• Monitor call quality and provide constructive feedback to ensure consistent, compassionate service.
• Manage scheduling, staffing, and workflow to maintain optimal coverage and response times.
• Handle escalated calls with sensitivity, modeling best practices for de-escalation and active listening.
• Track and analyze call metrics to identify trends, training needs, and opportunities for service improvement.
• Collaborate with program leadership to develop training materials, scripts, and resource guides.
• Ensure compliance with confidentiality, privacy, and ethical guidelines.
What You’ll Bring
• 3+ years of experience in a call center or customer support environment, with at least 1 year in a supervisory role.
• Strong background in mental health, peer support, or social services (lived experience is essential).
• Exceptional communication skills—both listening and speaking—with the ability to coach others in these skills.
• Calm, empathetic presence under pressure, with proven conflict resolution abilities.
• Proficiency with call center software, reporting tools, and scheduling systems.
• Commitment to diversity, equity, and inclusion in all interactions.
Why You’ll Love It Here
• A mission-driven workplace where your leadership directly impacts lives in a meaningful way.
• Ongoing professional development, including trauma-informed care and peer support training.
• Flexible scheduling options to support work-life balance.
• A supportive, close-knit team that values authenticity and mutual respect.
We are an equal opportunity employer and celebrate diversity. We welcome applicants from all backgrounds, including those with lived experience of mental health challenges.
Join Us
If you’re ready to lead with empathy and help create a space where every voice matters, send us your resume and a short note about a time you helped someone feel truly heard to hr@thepeercenter.org. Full job description available upon request.
We can’t wait to meet you.